TWP Partner Knowledge Base

Z Series FlexClock and GT 400 - Setup, Troubleshooting and FAQ

Last Updated: Jan 26, 2018 08:14AM MST

This comprehensive on our Ethernet based clocks contains information on setup, configuration, features and troubleshooting. If you are setting up a clock, see Z Clock / Ethernet Clock Setup for a concise guide on initial setup.

Setup & Configuration

After installing the clock and adding the clock serial number to the account, you should press 9 to contact our servers and verify the clock is communicating properly.

Firewall Ports Necessary for FlexClock

A network firewall may restrict the clock from transmitting punches to our servers. In order to allow contact with our servers, the firewall needs TCP ports 8288 and 8289 open for outbound traffic. The clock does not require any inbound mapping.

If for some reason the location restricts connections by URL or IP the clocks connect directly to our FlexClock server at the below addresses:

208.72.167.2

166.70.147.9

209.170.211.39

50.73.45.241

66.133.114.133

Please note that these addresses are subject to change if we switch Internet providers we re-provision our network, but they are unlikely to change frequently (less than annually). We are happy with our present providers and have no imminent plans to change. We will send out an update bulletin if we need to change these for any reason.

Setting Up Network DHCP / Static IP on FlexClock

Your FlexClock can automatically detect network configuration settings if your Internet router supports a feature called DHCP. Virtually all small business network routers support this. In this case, setting up your FlexClock is as simple as connecting the Ethernet cable.

Some networks require a Static IP address - consult your IT department. (If your company is small enough to not have an IT department, you probably don't need to set up a Static IP address.)

If you want to determine how the clock is currently set, or change the settings:

Depending on your clock press either the * key, the # key twice, the MENU button or, on the GT-400, the CAPS button.

Enter 2663 in the box provided then the ENTER or OK key

The next page, "Network Setup" has the option to view the TCP/IP Settings. Press 1 to view/change the network settings.

If you are currently using DHCP, you will see the following options:

Show lease This shows the current IP, Netmask, Gateway, and 2 DNS IP's)

Change This allows you to change from DHCP to a static IP configuration

Be advised that if your network does require a static IP, in addition to the IP, you will be asked for:

Subnet Mask

Default Gateway

DNS Servers and an Alternate DNS Server (the alternate is optional)

If you are currently using a Static IP, you will see the following options:

Basic Troubleshooting

The following steps should be performed if there are any issues preventing the clock from making contact.

Make sure the cables to the clock and the wall outlet are securely plugged.

Verify the internet is working

Make sure the outlet/Ethernet port are not bad by moving to a known working connection.

Try a different Ethernet cable.

If there continue to be problems, try to get the error message from the clock display. This can be viewed by unplugging the clock and plugging it back in. About 20 seconds after the clock has booted up, it may display the error on the screen. If no error appears, press 9 to transmit the clock and see if any error is displayed during this process.

Unknown Serial

Please ensure that that serial number of the clock matches the serial number assigned to the account. In order to do this, log into the timekeeping system and access the Clock Status screen (found in either the Settings Menu or the Administration Menu).

If the serial numbers match, keep in mind that, once assigned, it can take 10 minutes from when the clock's serial number was entered in the system for our servers to refresh. Once the server has refreshed, then the system will see that clock as having a legitimate serial number, and will allow the download.

Network Requires a Static IP

Most networks use DHCP, which allows our clock to contact our servers without any additional configuration. However, if the network does require a static IP, someone familiar with the network will need to program the IP address into the clock.

Cannot Connect 146/148 Error / Firewall Errors

Sometimes a clock may encounter the error "CANNOT CONNECT 146" or a "CANNOT CONNECT 148" when initially set up.

What this means is that the clock CAN get an IP, but when it tries to transmit data to us something on the network, possibly a firewall, is blocking the clock from reaching us.

In most cases this should be resolved by opening the firewall to allow outbound connections on the ports needed by the clock.

No ENQ from Host Error

The message "NO ENQ FROM HOST" means that it got through to a server, but that the response wasn't what it was expecting. This might mean the communication was intercepted and replaced with something else.

This can happen due to Captive Paywalls / Firewalls. If you have to click an "I Agree" button, or pass a screen to access the Internet, this will result in the clock giving a NO ENQ FROM HOST message.

This can happen sometimes on hotel networks where the network redirects all connections to a sign-on page to access the internet. The paywall intercepts the first request sent out by a computer (or the clock), and replaces it with an HTTP redirection to the paywall's welcome page.

To test this you could use another computer on the connection like a laptop to see if it generates this welcome page when trying to access the internet.

It if does, then in order to use the clock on that network, you will need to ask the internet service provider to create an exception for the clock so it can bypass the captive welcome page. This exception can be based on a static IP, the port numbers used by our clocks (TCP 8288-8289), or the MAC address of the clock.

Our Z-Series clocks typically have MAC addresses of the format 00-17-61-xx-xx-xx, so if you can unblock based on that pattern, you can unblock all the clocks in a single step.

If this is not the case there could be an issue with our service so you may want to contact Support to be sure.

Connection Timed Out Error

Sometimes even if a network is known to use DHCP, a connection can still fail with a "CONNECTION TIMED OUT" error even after standard troubleshooting is done.

Some possible reasons can be found below:

DHCP server has run out of available IP addresses to give out. This is where an IP address is reserved per MAC address and stays reserved for a designated period of time (typically 24-72 hours), even if the device is disconnected. If the DHCP server has run out of IP's, it will still serve existing leases to devices that have already been reserved an IP. It just won't serve anything new until something else expires.

DHCP server has (for security purposes) a list of MAC addresses it will serve to, and refuses to serve the clock. With this the DHCP server is given a list of acceptable MAC address (an unique ID assigned to a singular device to identify it on a network) and if any device is put on the network with a MAC ID not on the list the DHCP request is refused.

In most cases all of these can generally be troubleshot just by looking in the logs of the device serving DHCP, as in most likely hood the request would have probably been received, but because of the above causes the DHCP device would/could not honor the request.

Another way would be to find out the clocks current IP then go to Start > Run > CMD then in the command window type in: arp -a

This will list all MAC addresses by IP and you would just match the IP to the MAC address.

For troubleshooting of this nature it is HIGHLY recommended that the network administrator or site IT be contacted to assist in troubleshooting the issue.

Failed Socket 0 Connecting to the router Error

This error can occur when 9 is pressed to transmit the clock. If you are getting a socket message, please power cycle the clock, and try transmitting again. If there is a problem with the clock, power cycling might provide a different error message that will give a better indication as to what is wrong.

Without getting too technical, a socket message indicates a failure to "create a socket", which in Internet terminology, refers to starting a two-way communication session over the network.

It may suddenly start to work after a power cycle but if not, note any error messages it provides after the reboot.

LOST CARRIER Error Message

The "LOST CARRIER" error message usually occurs when trying to either update the FlexClock to the latest firmware or software using an analog line.

What causes this is that if the system connects and see's you already have the latest version you are trying to update there isn't anything for the system to update to so will disconnect the connection and the clock will give this error message.

The Display is bad and hard to read

The display contrast can be overdriven. This would cause the dark shadowed bleeding effect as in the above image.

For those technically inclined this can also be fixed with a small screwdriver.

There is a contrast knob inside the clock that looks like a tiny silver circular dial on the main circuit board of the clock right next to where the display connects. It has an indentation in the shape of a "plus" in order to accept a screwdriver.

To someone familiar with electronic circuits, the device is called a "pot" or a "potentiometer". Turning it with a small screwdriver should result in an instant adjustment.

How do I know if my network uses DHCP?

Before configuring the FlexClock it is always best to check with the network administrator or IT department about the type of connection (DHCP or Static IP) required to set up the FlexClock.

There is an easy way to check via PC. To ensure the data we are accessing is correct you will need to connect the PC's Internet (LAN) connection to the port the FlexClock will be plugged into as the information may be different from another port in the building on their network. If this is not possible you may still be able to do this on a already connected near by computer but there still may be a chance that the port you will be using for the FlexClock is configured differently:

In Windows open a windows console (command prompt) on a Windows computer. To do this in Windows XP: Click on Start -> Run -> Write ‘cmd’ on the white box and press ok. In Windows Vista and Windows 7: Click on the Windows Oval (Start) -> Write ‘cmd’ on the search box, and open the command prompt.

Type ipconfig /all and press Enter

On the information displayed search for something saying "DHCP Enabled", it should say yes if DHCP is enable or "No" if it isn't.

WiFi Capabilities

Our Ethernet clocks do not have WIFI built in. However, it is be possible to connect the clock to a “wireless bridge”. SwipeClock does not sell wireless bridges for our clocks and we do not provide support for these wireless bridges. They are a device your client's network administrator will need to install and configure.

Another option for a wireless clock might be clocks that support "cellular" communication such as the Vx510G and Vx610.

If the wireless bridge option is used to connect via WIFI, the wireless bridge would need to be put in place and supported by the client or end user.

Storing Punches in the Event of a Power Outage

The Z23/33 and Z24/34 clocks use flash memory to store punches, instead of battery backed memory. With flash memory electricity is not required to retain (punch) data.

These clocks do have a battery to keep the clocks internal time correct while the power is off. Which can be expected to last for years.

If having the clock operate in the event of an outage meaning being able to still create punches (as opposed to just storage as earlier stated) is a requirement then this is not possible.

If that is what's being sought, buying a UPS (Uninterrupted Power Supply) from any computer store may be what you would need. A UPS unit is usually meant for a computer in the event of an outage and could last up to 5 to 15 minutes. Usually long enough for someone to save their data and shut down the computer. But because our clocks consume very little electricity a UPS meant for a computer could last hours (possibly all day or more) if a clock is the only thing it is powering.

How Often are Punches Transmitted?

The punches are transmitted as soon as they are accepted by the clock. If there are punches on the clock for some reason, it will attempt a transmit every two minutes.

Note: the punches are transmitted in the background and will continue even if an employee punches IN/OUT during the transmit.

Where Can I Find the MAC Address of the Clock

If you need to find the MAC address, press the *, #, or MENU buttons twice on the keypad.

Do the Clocks Support Power Over Ethernet?

Most of our Z series FlexClocks support Power Over Ethernet with an adapter. The Z18 and GT400 do notwork with POE. You can learn more about this feature in the article Power Over Ethernet.